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Job overview
To work within a lively inbound and outbound telephone contact centre, providing a professional patient referral and appointment booking service to patients, carers and health care professionals using electronic systems. Communicating related information and advice in accordance with Trust guideline, policies, and procedures.
Work in conjunction with colleagues, service users and stakeholders to provide an efficient clerical support service. To ensure positive promotion of University Hospitals Coventry and Warwickshire NHS Trust values and vision.
Please be advised that sponsorship is not eligible for this post.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Main duties of the job
- Be responsible for dealing with inbound and outbound calls from patients, carers, and health care professionals in a proficient manner.
- Dealing with routine enquiries, referrals and appointment booking taking appropriate action as necessary.
- To ensure the confidentiality of all client/patient records is always maintained.
- Act as first point of contact for complaints within the team, dealing with them accordingly, and in line with Trust policy, escalating as necessary.
- To undertake other routine departmental tasks, including photocopying, shredding, data entry, archiving and establishing and maintaining filing systems.
Detailed job description and main responsibilities
- Communicate effectively and efficiently with a wide range of people in respect of sensitive and confidential information.
- Be responsible for checking the service inboxes on a rota basis and take appropriate actions.
- To maintain and update high standard manual and electronic filing system updating information according to Trust policies and procedures.
- To input all necessary data to the Trust’s data collection systems, both manual and electronic.
For further details of the role please see the attached job description.
Person specification
Knowledge
Essential
- • Excellent telephone manner • Ability to communicate clearly, both written and verbally • Accuracy – pays attention to detail. • Ability to work on own initiatives and also as an effective team member. • Ability to always remain calm and polite to service users. • Good organisational skills and ability to multitask. • Understand confidentiality and apply the principles in every day working practice.
Desirable
- • Experience of using Trust IT systems
Experience
Essential
- • Experience of working in a contact centre • Dealing with inbound / outbound telephone calls • Experience of booking systems • IT literate with Microsoft Office packages e.g., Word, Excel, and Outlook
Desirable
- • NHS Experience
Qualifications
Essential
- • GCSE Pass C or above in English & Maths (or equivalent) • NVQ Level 2/3 in Customer service or willing to work towards or equivalent level of experience.
Commitment to Trust Values and Behaviours
Essential
- • Must be able to demonstrate behaviours consistent with the Trust’s values. (As detailed in UHCW’s Values in Action document below) • Applicants applying for job roles with managerial responsibility will be required to demonstrate evidence of promoting equal opportunities through work experience
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Applying for this NHS job
This advert is for Call Agent with University Hospitals Coventry and Warwickshire NHS Trust in Coventry, Midlands, England. It is listed as a Band 2 role. The advertised salary is £25,272 per annum. The contract type is Permanent. The application deadline is 02 Aug 2026.
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